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Vintagemum
Aspiring Contributor
805 Views
Message 1 of 29

No Broadband, No Customer Service, No Complaints procedure - Nightmare!

We lost broadband and line connection over a week ago. Since then myself and my husband have spent / wasted hours on the phone - to India where we have been made to repeat the same information ad infinitude. Despite talking to someone for over an hour about our lack of broadband - when we asked for a contact number in customer services we were told BT don't have a customer service department and we could "go on the website" to check how to complain ! We would live to do this but we can't get on a website if have no broadband!
We have had an engineer who fixed the phone line and then shrugged and told us "broadband's not really my thing" leaving us unconnected and facing two more hour long and useless conversations to India.

I have no faith in BT resolving our problem I now simply want to find out how to make a complaint and how to terminate our contract - without ringing India! We have lost valuable work time due to this problem and cannot continue to stay with a provider who cannot "provide". We will bear eking to be refunded for this months bill as we have not had any service from BT.

Any advice from anyone who has successfully found a complaints procedure or a contact number or address in The UK would be much appreciated . We just want this nightmare over and to be able to work uninterrupted with Internet provided by a company who values customer service.

Thank you
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28 REPLIES 28
imjolly
Distinguished Sage
Distinguished Sage
799 Views
Message 2 of 29

Re: No Broadband, No Customer Service, No Complaints procedure - Nightmare!

Can i ask if you have tried the test socket now your phone connection is working ok?


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Vintagemum
Aspiring Contributor
791 Views
Message 3 of 29

Re: No Broadband, No Customer Service, No Complaints procedure - Nightmare!

It is a problem outside of our property - the broadband connection is going into someone else's property. The BT engineer fixed the home phone line and actually made the broadband situation worse by some Mis matched wiring. Thanks for your suggestion though
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Vintagemum
Aspiring Contributor
790 Views
Message 4 of 29

Re: No Broadband, No Customer Service, No Complaints procedure - Nightmare!

And yes we've gone through various try this / try that approaches every time we've rung up none of which will work because the fault it not on our property!
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imjolly
Distinguished Sage
Distinguished Sage
785 Views
Message 5 of 29

Re: No Broadband, No Customer Service, No Complaints procedure - Nightmare!

I must be missing something - if your phoneline is now fixed and your phone is now working without any noise problems then i don't understand how your broadband now does not work can you explain your comment 'the It is a problem outside of our property - the broadband connection is going into someone else's property. '


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Vintagemum
Aspiring Contributor
782 Views
Message 6 of 29

Re: No Broadband, No Customer Service, No Complaints procedure - Nightmare!

The wires are not connected properly - the issue lies with cross jumping issues caused by engineer when working in green cabinet - situated away from property.
Whatever the issue I find it amazing that BT claim not to have a customer service department or a complaints procedure. We rely heavily on the Internet and didn't mind paying a high ish price for a reliable service - how wrong we have been.
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imjolly
Distinguished Sage
Distinguished Sage
779 Views
Message 7 of 29

Re: No Broadband, No Customer Service, No Complaints procedure - Nightmare!

If you try the quiet line test. Dial 17070 option 2 do you hear your own phone number and if so is line quiet no hiss/ crackle suggesting line is now ok?


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Vintagemum
Aspiring Contributor
770 Views
Message 8 of 29

Re: No Broadband, No Customer Service, No Complaints procedure - Nightmare!

There is no problem with the landline. We simply have no broadband connection.
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imjolly
Distinguished Sage
Distinguished Sage
767 Views
Message 9 of 29

Re: No Broadband, No Customer Service, No Complaints procedure - Nightmare!

If you connect your hub direct via a filter to the test socket not master socket what colour is the broadband light on the hub


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Vintagemum
Aspiring Contributor
765 Views
Message 10 of 29

Re: No Broadband, No Customer Service, No Complaints procedure - Nightmare!

Orange - and we have gone through these tests on three occasions as it seems to be the only thing the call centre staff can suggest doing
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